• Assist in the coordination of tasks and operations of the Outlet.
• Project courtesy, hospitality and professional behaviour across your department at all times with guests and fellow colleagues, and ensure Line Employees exercise the same levels of professionalism and courtesy.
• Review reservations to ensure high levels of utilisation without risking overbookings.
• Review reservations to manage those requiring special attention.
• Ensure all Hotel guests are greeted and assisted according to established standards and procedures.
• Handle VIP guests as required.
• Spot check items served in the Outlet to ensure they meet established standards and procedures.
• Assist with the arrangement of buffets to ensure proper set up, display and service.
• Oversee the Room Service function including order taking, inspection and dispatch as appropriate.
• Be the first line of defence to handle guest queries and resolve issues in a timely and professional manner.
• Monitor guest feedback and make recommendations for improvements or new products or services to meet guest needs.
• Ensure all department level billing, cashiering and cash float procedures are strictly adhered to.
• Be available to address issues with regard to charge disputes and discrepancies when required.
• Conduct routine inventory taking to ensure stock levels for operating equipment and other items are up to par for your department.
• Be actively involved in the training and induction for new Employees in your department.
• Deliver training programmes as required and coordinate training tasks with the HR department and trainers.
• Coach Line Employees in service standards to ensure operating procedures are adhered to.
• Communicate potential issues with regard to Employee misconduct and potential disciplinary action to your Manager.
• In the absence of your Manager, coordinate department briefings and provide ongoing communication to Line Employees regarding new policies, programmes and procedures.
• Maintain a complete understanding of the Employee Handbook and adhere to regulations contained therein.
• Maintain a complete understanding of the Hotel’s policy relating to fire, safety and health, and ensure all precautions are taken to safeguard against incidents for areas under your supervision.
• Perform other assignments to meet business needs as directed by your superiors.